NPS Score: Q1 & Q2 2025
We are thrilled to announce that our Net Promoter Score (NPS) for the first half of 2025 is an outstanding 84! This achievement reflects our unwavering commitment to providing exceptional service to our customers. Here’s how our monthly scores have evolved during this period:
Jan 2025 Score
April 2025 Score
Feb 2025 Score
May 2025 Score
March 2025 Score
June 2025 Score
What is a Net Promoter Score?
Net Promoter Score (NPS) is a widely recognized metric that gauges customer loyalty and satisfaction. It is calculated based on responses to a single question: “How likely would you recommend SNMC to your friends or family or to use SNMC again yourself?” Customers are categorized into three groups:
- Promoters (9-10): Loyal customers who are likely to recommend your services.
- Passives (7-8): Satisfied but unenthusiastic customers who may switch to competitors.
- Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Benchmarking
NPS averages for the mortgage lending industry typically hover around 60-70. Our score of 84 not only surpasses this benchmark but also highlights our dedication to excellence in customer service.
What Our Customers Are Saying
We are proud to share some testimonials from our valued customers:
“The company is very professional, friendly, and very dedicated to helping you qualify for the best program. They are the best. I really recommend to use the service they provide for your new Home purchase. ” – Belle Ghais
“Caitlan and Tina are exceptional, I haven’t worked with any other mortgage company in the past with anywhere close to the customer service and knowledge that they have.” – William J Carnell
“Very patient, very helpful ” – Chris Roch
“Super fast, friendly, and good service” – Guillermo Ruffino
“Excellent service, it was a very quick process, Bernie was very attentive, he gave us all the necessary information to carry out the dream of buying our house.” – Christian Crespo
A Commitment to Continuous Improvement
As our President and CEO, Andrew Quist, states, “We are constantly striving to make your borrowing experience better, and we want to make your next loan an even better experience.” This sentiment reflects our dedication to not only maintaining our high NPS score but also enhancing the customer experience with every interaction.
As we celebrate this achievement, we remain focused on maintaining and improving our NPS score. We invite our customers to share their feedback and experiences, as it is invaluable in helping us serve you better.